Shipping & Delivery Policy

Scope: Nairobi & Nationwide Fulfillment (Kenya)

By finalizing an order dispatch sequence with Naicomm Online, you acknowledge that you have read, understood, and agree to be bound by these terms.

1. Delivery Options

1.1 Same-Day Delivery (Nairobi CBD & Surrounding Areas)

For customers within Nairobi, we offer expedited same-day courier delivery on orders placed and confirmed before our courier cut-off window.

• Cut-off Time: Orders must be finalized and verified by 3:00 PM (EAT) to qualify for same-day delivery.
• Delivery Window: Orders are typically fulfilled within 2–4 hours from the moment payment confirmation is processed.
• Eligibility Zones: Nairobi CBD, Westlands, Kilimani, Karen, Lang'ata, Eastlands, and immediate surrounding suburbs.
• Confirmation: You will receive a direct notification via SMS/WhatsApp once your dedicated rider is assigned and out for delivery.

1.2 Next-Day Delivery (Nairobi & Greater Nairobi)

• Orders finalized after the 3:00 PM same-day cut-off automatically shift to the next-day delivery queue.
• Delivery is guaranteed by 6:00 PM the following business day (operating Monday through Saturday).

1.3 Nationwide & Upcountry Shipping

For customers outside Nairobi—including Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, Thika, Machakos, and other counties—we dispatch via trusted courier partners (such as Wells Fargo, G4S, or regional PSV shuttle couriers).

• Delivery Timeline: 1–3 business days depending on localized logistics terminal proximity.
• Tracking: A parcel collection waybill or tracking code is issued via SMS/WhatsApp immediately after package handover.

1.4 Store Pickup (Free)

You are welcome to bypass courier delivery completely and pick up your items directly from our physical store:

• Location: Kimathi House, Upper Ground Floor, Shop 9, Kimathi Street, Nairobi CBD.
• Cost: 100% Free of charge.
• Requirements: Please bring your digital receipt confirmation and a valid national ID for secure item release. Call ahead on 0740 247199 to reserve your stock before arrival.

2. Shipping Costs

Delivery charges are transparently mapped to standard weight/destination matrices and are added to your final order total upon verification.

3. Order Processing & Payments

• Processing Turnaround: Delivery packaging and paperwork prep take 1–2 hours during active retail hours.
• Payment Mandate: To ensure parcel insurance and fraud prevention during transit, upcountry shipments require full payment clearance via M-Pesa or Bank Transfer prior to dispatch operations.
• Operating Schedule: Shipping queues run Monday to Saturday. No standard dispatch runs on Sundays or active public holidays.

4. Order Tracking & Status Definitions

Every shipment processed through regional logistics networks receives a structured internal status tracking protocol:

5. Delivery Address & Contact Requirements

• Accurate Information: Customers must supply precise delivery directions, landmarks, and a functioning, active phone number.
• Upcountry Hub Collections: For towns where door-to-door delivery is logistically unavailable, parcels will be delivered to the closest trusted courier partner terminal or office for secure collection.
• Alternative Verification: If a third party is collecting the order on your behalf, their full details must be formally declared to our logistics team prior to drop-off.
• Failed Deliveries: If a rider or regional courier cannot reach you after two attempts, the parcel is recalled to our Kimathi House store. A secondary delivery charge will apply for re-shipment.

6. Risk of Loss & Damaged Shipments

• Transit Insurance: Naicomm Online covers transit risks up until the parcel is physically handed over and signed for by you or your declared representative.
• Immediate Inspection Required: We strongly request customers to inspect the outer packaging before signing. If seals are tampered with or broken, document the state immediately.
• Damage Claims: Transit damage or missing accessories must be flagged to our customer care within 24 hours of collection via 0740 247199 alongside photo or video verification.

7. Shipping Restrictions

• Geographic Boundary: We strictly fulfill orders and deliver within the borders of Kenya. No international freight forwarding is available directly.
• Regulatory Compliance: All electronics packages are processed in compliance with local transport security laws. We do not transport detached or damaged loose lithium batteries.
• Age Verification: High-value item packages are only released to legal adults (18+) holding valid state identification match profiles.

8. Delays & Unforeseen Circumstances

While we hit our timelines over 95% of the time, delays stemming from extreme weather conditions, unexpected traffic gridlock, systemic cellular network downtime affecting mobile money verification, or national security restrictions are treated as force majeure. Naicomm Online will communicate transparent adjustments in these rare events.